| Help Desk Support Specialist II |
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| Also referred to as: Help Desk Support Specialist II, Help Desk Technician II, Help Desk Tier 2 Specialist, Help Desk User Support II |
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| Requirements and Responsibilities |
| Responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. Works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. Typically requires 1-3 years of related experience. |
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| Similar Jobs: Help Desk Supervisor, Help Desk Manager, Help Desk Senior Manager, Help Desk Support Specialist III, Help Desk Support Specialist I, Help Desk Support Specialist IV, Help Desk Director, Help Desk Senior Supervisor, Technical Customer Support Specialist II |
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| Level of Education: Help Desk Support Specialist II Salaries with No Diploma, Help Desk Support Specialist II Salaries with a High School Diploma or Technical Certificate, Help Desk Support Specialist II Salaries with an Associate's Degree, Help Desk Support Specialist II Salaries with a Bachelor's Degree, Help Desk Support Specialist II Salaries with a Master's Degree or MBA, Help Desk Support Specialist II Salaries with a JD, MD, PhD or Equivalent |
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| Industries: Aerospace & Defense, Biotechnology, Business Services, Chemicals, Construction, Edu., Gov't. & Nonprofit, Energy & Utilities, Financial Services, Healthcare, Hospitality & Leisure, Insurance, Internet, Media, MFG Durable, MFG Nondurable, Pharmaceuticals, Retail & Wholesale, Software & Networking, Telecom, Transportation | |
